SFCav

I think the new system they are using doesn't have all of the rules uploaded into it yet. I was on hold for 50 minutes with an agent to do a SDC and the agent and supervisor gave me the exact same line as OP got (the agent even told me he's NEVER had someone do a SDC like this!!!). IT is great when it works, but it sounds like they weren't completely done coding with this new system...

rylan

I had a hell of a time with an SDC last Fri... first agent quoted me a 75 fee but said they'd waive the 200 change fee even though the same fare wasn't available... I was like huh? There should be no sdc fee, just needing a seat in the cabin and its an even exchange... when they couldn't figure it out they reissued my original ticket and caused the fcm buy-up to become disconnected.

when I called back the next agent couldn't figure out what was done for a while and had to manually document/note everything. Understood sdc rules and looked up fare for valid routing (since it sounds like some fares now explicitly have a line about not applicable for lax-jfk), then they said all set but never actually reissued the ticket...

3rd agent said 'oh boy' and 'give me a few minutes' and fixed the mess and got it reissued.

flyerCO

I've had multiple agents (who knew the rules) tell me this is the issue. If it's not same fare class, then it must be done manually.

Also, is it me or are DM calls not going to a dedicated desk lately? I've noticed in last month that don't seem to be getting dedicated agents and instead regular (some brand new) agents.

flyerCO

I'm not sure the point of your comment. OP wasn't changing origin or destination.

SFCav

Indeed! I did ask the last agent who sounded like he was having trouble if it was a result of the new system and the agent said "I really am not supposed to say..." (I think he knew he was being monitored for QC).

I think it's a brilliant business move to automate all of these rules into a system that an entry level person can operate. The service aspect is suffering a bit right now, but I'm sure once the kinks are worked out it will work out (for the company/shareholders, not the customers!).

FirstInFlight

Exactly
Delta has figured out a few key truths:

1. They do not need to offer world class customer service. They just need to be as good as or equal to their competitors. and their competitors set the bar pretty low.

2. One way to save money is to automate the job so that low cost entry level folks can do it. Once the computer stops allowing discretion you no longer need employees who have mastered that art.

3. The final step, once the fully automated system is running, will be to install more self-serve terminals. Once the GAs are no longer empowered to solve problems are are instead relegated to data entry so that the computer will spit out the resolution then it will start making sense to have terminals (and the app) available for passengers to input the data themselves.

Rightly or wrongly, the airlines if yesteryear which operated a customer service model have been replaced by the airlines of today that are mass transit businesses focused on profits. And there's nothing inherently wrong with that - but passengers need to understand that the game has changed.

BenA

Yeah, I've noticed a marked decline. I expect to get inexperienced agents when the weather is bad and things are slammed, but I felt like I got put through to the general line on my last call when there were no notable IROPS going on; the agent was pretty confused about every request I made and had to speak to her supervisor for four different times. (And I had to push her to escalate on a few cases where I knew she had incorrect information.)

BenA

This is actually a thing. For a while now, it's been rumored that DM calls go to the Salt Lake City call center (SLCRES), while PM calls go to the Chisholm, MN call center Delta inherited from Northwest (HIBRES).

Rumor has it that the call metrics are consistently better from the HIB call center, but for whatever reason Delta still insists on sending DM calls to the SLC agents instead.

Both call centers are pretty good compared to other airlines (they both blow AS out of the water, for example.), but given a choice I'll take the Minnesota based agents any day of the week.

tennessetom

I have had some terrible agents recently. I was home with a sick child today so had some extra time to call delta. I told the first agent that I wanted to speak to a senior customer service agent about a series of recent issues with delta. After about five minutes I was transfered to 360 specialist. No I am not 360. He spent about an hour on the phone with me. Left to my own I would have been off in five minutes or less but he had a bunch of questions and seemed to be checking my records to see who or where exactly I was getting less than perfect information. A few of my issues were sdc from paid first. He seemed very interested was taking careful notes asking good questions and finished by saying could some one else call to follow up on some of my questions. Based on my conversation I get the impression that they know there is an issue and want to improve. I asked if the number of DMs was creating a service issue and got no answer other than we are making changes to make improvements. I asked him a few more questions but did not get many questions answered other than delta would be making a variety of changes designed to improve experience based upon hvac feedback. Most days I would not have had such a long conversation or even taken the time to call

TheMadBrewer

Sort of like the old joke where two hunters came across a bear. "We can't out run a bear" said one. The other replied, "I don't have to, I just need to outrun you..."

SuperG1955

Write another complaint to Customer Support, reviewing the situation and suggesting that they might think about training their customer facing staff properly and providing them with simple reference documentation that covers the situations where their staff always seems to be unaware of the riles, guidlines and procedures.

As an aside, don't waste your time at the Sky Club except to find out if there are open seats, call the DM line and if you don't get the right answer, HUCA.

floridagal23

We don’t have status on Delta anymore and tried to switch to an earlier flight from paid D1 yesterday at the LAX t2 sky club. They were more than willing to try to get us on an earlier flight but apparently only one seat in our fare class was available even though they were selling 5 seats and 5 upgrade certificates cleared before we cleared standby and we didn’t make it. We tried to get on 3 earlier D1 flights to no avail. Our luggage made it on an earlier flight to JFK. Is this a DM medallion benefit or did the agent have the rule wrong for paid D1?

indufan

20 years.
Nothing new and not ATL specific. The GIDS and the app made it much more apparent when it happened but it always has.

I disagree but to each his own. It sure as hell beats the hell out of the main hubs for UA and AA.

Pretty much this has been FlyerTalk all along. Whine about how much better it used to be even when it wasn't. Nearly every change Delta (and other airlines) have made has been whined about here....even if they later like them. People even whined the GIDS themselves.

flyerCO

Wrong rule. As has been discussed, only need a seat, not same fare class if on a FC ticket.

Was your ticket soley domestic or did you have international flights also?

btonkid12345

It's a benefit for paid first class as long as its domestic. This includes domestic D1 flights.

If you didn't have status, you should have asked for a same day confirmed change, and it would have been $75 per passenger to confirm the change.

Actually, the SHENA and standby list issues have been reported more and more out of ATL recently. It used to never happen in ATL because management was watching at the WORLDWIDE hub. Not anymore.

I was never comparing to AA or UA hubs - completely difference point of reference.